Switchboard Operators, Including Answering Service
What is a Switchboard Operators, Including Answering Service?
Switchboard Operators, including those working in Answering Services, are professionals responsible for managing incoming and outgoing calls in a variety of settings, such as offices, hospitals, and call centers. Their primary function involves connecting callers to the appropriate parties while providing essential information and assistance. These operators utilize multi-line telephone systems and various telecommunications technologies to ensure efficient communication between callers and recipients. In addition to handling calls, Switchboard Operators may take messages, schedule appointments, and provide general information about the organization they represent. With the rise of voicemail and automated systems, the role has evolved, but the demand for personalized customer service and effective communication remains vital in many industries. Overall, switchboard operators play a crucial role in maintaining seamless communication and ensuring customer satisfaction in both professional and emergency scenarios.
Tasks
- Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address.
- Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
- Greet visitors, log them in and out of the facility, assign them security badges, and contact employee escorts.
- Monitor emergency and code alarms, make emergency announcements, or route emergency calls to the appropriate location.
- Record messages, suggesting rewording for clarity or conciseness.
Technology Skills
- Electronic mail software
- Presentation software
- Spreadsheet software
- Enterprise resource planning ERP software
- Facilities management software
Tools Used
- Premise branch exchange PBX systems
- Photocopiers
- Paging controllers
- Video monitors
- Inkjet printers
Knowledge
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Customer and Personal Service
Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
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English Language
Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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Administrative
Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
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Computers and Electronics
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
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Telecommunications
Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Skills
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Active Listening
Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
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Speaking
Talking to others to convey information effectively.
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Social Perceptiveness
Being aware of others' reactions and understanding why they react as they do.
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Service Orientation
Actively looking for ways to help people.
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Coordination
Adjusting actions in relation to others' actions.
Abilities
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Oral Comprehension
The ability to listen to and understand information and ideas presented through spoken words and sentences.
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Oral Expression
The ability to communicate information and ideas in speaking so others will understand.
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Speech Clarity
The ability to speak clearly so others can understand you.
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Speech Recognition
The ability to identify and understand the speech of another person.
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Near Vision
The ability to see details at close range (within a few feet of the observer).
Education
How much education does a new hire need to perform a job in this occupation?
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High school diploma or equivalent
or: GED, High School Equivalency Certificate
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Post-secondary certificate
Awarded for training completed after high school (for example, in Personnel Services, Engineering-related Technologies, Vocational Home Economics, Construction Trades, Mechanics and Repairers, Precision Production Trades)
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Post-baccalaureate certificate
Awarded for completion of an organized program of study; designed for people who have completed a Baccalaureate degree, but do not meet the requirements of academic degrees carrying the title of Master
Work Activities
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Getting Information
Observing, receiving, and otherwise obtaining information from all relevant sources.
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Identifying Objects, Actions, and Events
Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
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Communicating with Supervisors, Peers, or Subordinates
Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
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Performing for or Working Directly with the Public
Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
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Working with Computers
Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
Detailed Work Activities
- Operate communications equipment or systems.
- Answer telephones to direct calls or provide information.
- Greet customers, patrons, or visitors.
- Refer customers to appropriate personnel.
- Monitor alarm systems.
Work Interests
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Conventional
Work involves following procedures and regulations to organize information or data, typically in a business setting. Conventional occupations are often associated with office work, accounting, mathematics/statistics, information technology, finance, or human resources.
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Realistic
Work involves designing, building, or repairing of equipment, materials, or structures, engaging in physical activity, or working outdoors. Realistic occupations are often associated with engineering, mechanics and electronics, construction, woodworking, transportation, machine operation, agriculture, animal services, physical or manual labor, athletics, or protective services.
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Enterprising
Work involves managing, negotiating, marketing, or selling, typically in a business setting, or leading or advising people in political and legal situations. Enterprising occupations are often associated with business initiatives, sales, marketing/advertising, finance, management/administration, professional advising, public speaking, politics, or law.
Job Outlook
Projected salary and job growth
$28030.0 - $58810.0
New job opportunities are less likely in the future. : Below Average
Assessment
Related assessments and tests
No assessment available.